NO customer service

I bought a Forerunner 965 less than a year ago. I picked up the the HRM does not pick up my heart rate with high intensity workouts or sprinting interval workouts. I wore my friend's watch and that picked up my heart rate perfectly. I mailed Garmin support and only receive a reply a month after my mail. The reply was "is your problem fixed?". I said no and then still did not receive any communication again. I did however received a mail after that asking to rate my interaction and how satisfied I am . Like what even